AccountId: 011433970860
ContactId: 115aa524-5e6a-4652-9532-0f0313bf72ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125720 ms
Total Talk Time (AGENT): 28793 ms
Total Talk Time (CUSTOMER): 24113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/115aa524-5e6a-4652-9532-0f0313bf72ed_20250505T15:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] looking for a dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] 021-94838
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth [PII].
[AGENT][NEUTRAL] I show the policies effective [PII].
[AGENT][NEUTRAL] It's Currently active?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, the calendar year maximum is 1500.
[CUSTOMER][NEUTRAL] The patient is maxed out, maybe?
[AGENT][NEUTRAL] You're asking if they've met their maximum for the year?
[CUSTOMER][NEUTRAL] Yeah, what's the remaining amount?
[AGENT][NEUTRAL] have a look.
[AGENT][NEUTRAL] Uh, they've used all of their maximum.
[CUSTOMER][POSITIVE] Thank you so much. Can I have your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] Thanks for calling AP